Customer Engagement Supervisor

2 weeks ago

East Lansing, Michigan, United States lululemon Full time
Company Overview

lululemon is a pioneering performance apparel brand dedicated to yoga, running, training, and various athletic endeavors. We set the standard in advanced fabrics and functional design, crafting transformative products and experiences that empower individuals to move, grow, connect, and thrive. Our success is attributed to our innovative offerings, focus on retail environments, commitment to our workforce, and the meaningful relationships we cultivate within every community. We are dedicated to fostering positive change to create a healthier, more vibrant future, emphasizing an equitable, inclusive, and growth-oriented atmosphere for our team members.

Position Overview

The Customer Engagement Supervisor plays a crucial role in guaranteeing that all patrons receive an exceptional in-store experience. This individual is responsible for overseeing or delivering technical product knowledge that communicates the value of our offerings and brand, tailored to meet the distinct needs of each customer. As a member of the store leadership team, the Customer Engagement Supervisor drives store performance by enhancing guest experiences and supporting the team in achieving daily sales or unit objectives. This role includes providing input for team member evaluations, participating in hiring recommendations, and acting as the Supervisor on Duty (SOD) while managing the sales floor.

Key Responsibilities
  • Implement the lululemon guest experience framework, leading from the sales floor to create an outstanding and inclusive customer experience.
  • Continuously evaluate the level of customer engagement and technical product education, ensuring that every guest receives comprehensive product knowledge and assistance when necessary.
  • Actively lead from the sales floor as the Supervisor on Duty, assessing and addressing the needs of the business, team, and customers.
  • Prepare the store for guest visits, ensuring operational excellence is maintained throughout the shift.
  • Follow opening and closing procedures to manage store operations effectively.
  • Analyze daily business data and metrics to monitor progress toward sales targets and inspire the team to achieve business results.
  • Engage in the store's hiring process, including recruitment, selection, onboarding, and training of new team members.
  • Support team member performance and development by providing constructive feedback, recognition, coaching, and hands-on experiences.
  • Foster a respectful and inclusive team environment by building supportive relationships and engaging with team members to create a fun and productive workplace.
Qualifications

Eligibility Criteria
  • Must be legally authorized to work in the country where the store operates.
  • Must have reliable transportation to commute to the assigned store.
Availability
  • Work schedules may vary based on store requirements.
  • Shifts typically include mornings, afternoons, evenings, weekends, and holidays.
  • During peak periods or special events, shifts may require early mornings or late nights.
Experience Requirements
  • Minimum of 1 year in retail or customer service roles, including guest resolution and managing challenging conversations.
  • Some experience in leading, mentoring, or delegating tasks to others.
Preferred Qualifications
  • Education: High school diploma/GED/equivalent or higher.
  • Experience: 1 year of retail or sales leadership experience is advantageous.
  • For stores with food/beverage services: Food safety and/or liquor service certification is a plus.
Desired Attributes
  • Inclusion & Diversity: Promotes an inclusive environment that values and celebrates differences.
  • Integrity: Demonstrates honesty, fairness, and ethical behavior.
  • Guest Experience: Actively fosters an inclusive, high-quality experience for every guest through team collaboration.
  • Leadership: Motivates, empowers, and develops team members to achieve their best.
  • Collaboration: Works effectively with others to reach common goals, valuing diverse perspectives.
  • Problem Solving: Utilizes logic and reasoning to evaluate options and make timely decisions.
  • Adaptability: Adjusts to changing priorities in a fast-paced environment and recovers quickly from setbacks.
  • Communication: Effectively conveys and comprehends information while interacting with others.
Work Environment
  • Work involves navigating through a vibrant store atmosphere with bright lights and music.
  • Collaboration occurs as part of a team, sometimes independently, and may involve using technical devices.
  • Occasional lifting of boxes weighing up to 30 lbs (13.6 kg) may be required.
  • For stores with food/beverage services: Work may involve using kitchen equipment and exposure to heat.
Compensation & Benefits

At lululemon, we believe in rewarding exceptional team performance. The base pay range for this position is between $19.50 - $22.43/hour, subject to local minimum wage laws. The offered base pay is determined by market location and may vary based on job-related knowledge, skills, experience, and internal equity. This position also has a target bonus of an additional $3 per hour, contingent on specific requirements and company discretion, bringing the total target compensation range to $22.50 - $25.43/hour.

We prioritize investing in our people, striving to be a workplace where inclusive leaders can develop and support everyone’s well-being. Our total rewards offerings include:
  • Comprehensive health and dental benefits, along with mental health support.
  • Paid time off.
  • Retirement savings plan with matching contributions.
  • Generous employee discounts.
  • Access to fitness and yoga classes.
  • Parental leave top-up.
  • A wide range of development courses.
  • Networking opportunities, mentorship programs, and leadership series.
Note: Eligibility requirements apply to incentive programs, benefits, and perks, which may be subject to change without prior notice.

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